Raising a concern or complaint can feel intimidating — especially when the issue involves someone in a position of authority, like a professor, supervisor, or staff member. This guide is here to help you approach these situations thoughtfully and constructively. The Office of the Ombudsperson supports fairness in university processes and can help you explore your options when you're unsure how to proceed.
Understanding your concern
Before you raise a concern, take time to reflect:
- What happened? Describe the situation clearly and objectively.
- Why does it matter? Consider how the issue has affected you — academically, personally, or professionally.
- What are you hoping for? Are you seeking clarification, an apology, a change in decision, or something else?
Taking stock of your concern helps you communicate more effectively and focus on resolution.
Preparing to Raise Your Concern
Being prepared can make a big difference:
- Gather relevant information: Emails, course outlines, policies, or decisions that relate to your concern.
- Know your rights and responsibilities: Review university policies or procedures that apply to your situation.
- Choose the right time and place: A respectful, private setting can support a more productive conversation.
If you're unsure where to start, the Ombuds Office can help you clarify your concern and identify next steps.
Communicating Effectively
How you express your concern matters:
- Be respectful and clear: Focus on facts, not assumptions or accusations.
- Structure your message:
- What happened
- Why it matters
- What you're asking for
- Use “I” statements: For example, “I felt confused when I received this feedback” instead of “You didn’t explain this properly.”
Sample email opening:
Dear Professor [Name],
I’m writing to share a concern about [brief description]. I’d appreciate the opportunity to discuss this further and better understand the situation. Thank you for your time.
Navigating Power Dynamics
It’s normal to feel nervous when addressing someone in a position of authority. Here are some tips:
- Recognize positional power: Professors, supervisors, and staff may have decision-making authority, but fairness should guide their actions.
- Stay grounded in fairness: Use the Fairness Triangle - substantive (was the decision reasonable?), procedural (was the process fair and in accordance with University policies?), and relational (was the interaction respectful?).
- Seek support if needed: If you're uncomfortable or unsure, you don’t have to go it alone. The Ombuds Office or other campus supports can help.
What to Expect After Raising a Concern
Once you've raised your concern:
- You may receive: Acknowledgement, clarification, resolution, or referral to another office.
- Follow-up may be needed: If you don’t hear back within a reasonable time (e.g., 5–10 business days), it’s okay to follow up.
- If things don’t go as expected: You may have options to escalate or revisit the issue. The Ombuds Office can help you explore these.
When to Contact the Ombuds Office and Helpful Resources
You don’t need to wait until things feel “serious” to reach out. The Ombuds Office is here to support fairness — not to take sides. We can help you:
- Understand university policies and procedures
- Clarify your concern and explore your options
- Reflect on whether a process or decision may have been fair
Whether you're unsure how to raise a concern, navigating a difficult situation, or just need help figuring out where to start, we’re here to support you.
Helpful Resources
To support your preparation, we’ve created a Concern Preparation Worksheet [PDF] — a downloadable and fillable tool to help you organize your thoughts and communicate your concerns effectively.
You can also explore our curated list of University Resources, including links to policies, student services, and offices that may be relevant depending on your situation.